Customer Service & Licensing Officer

Position Title: Licensing & Customer Service Officer
Reports To: Team Leaders Licensing & Customer Service
Work Location: Head Office – Box Hill, Melbourne
Tenure Type: Full time
Office Hours: Office Hours span 8.30am – 5.30pm, Monday to Friday. Work hours will be negotiated
Remuneration: $60,000 - $65,000 package inclusive of superannuation

POSITION OVERVIEW

Primary Purpose
The primary focus of the role is to deliver front-line services which are consistent, and of high quality, within the licensing and customer support team and the compliance team. Contact with customers and licence holders is mainly through telephone, email and website enquiry with some limited in-person contact.
As a member of the service team you play a key role in meeting our contractual service requirements and service standards and protocols. All employees uphold our stated values: leadership and vision, teamwork, integrity, and making a positive difference.

Key Functions and Accountabilities
Licensing and customer service delivery

• Provide quality service handling of enquiries related to licensing and general enquiries via telephone, facsimile, on-line and in-person. Keep up-to-date with updates central to effective services delivery.
• Process licence and authorisation applications and re-applications, receipt and process associated fees and enter relevant details into the data base. Update change of details notifications.
• Conduct licence and authorisation assessments and communicate with applicants regarding status updates. Follow-up requests for additional information. Issue approved licence cards and approved business certificates within service timeframes.
• Enter enquiry details accurately and within timeframes into the tracking system.
• Undertake mail/postal activities including stakeholder notices and returned mail redirection follow-up. Conduct outbound calls in line with team requirements.
• Support team members to ensure team performance goals are met.

General duties

• Involvement in functional projects and initiatives relating to portfolio areas.
• Proactively assess current practice, suggest ways to streamline or improve.
• Perform other duties and responsibilities consistent with skills, knowledge and abilities expected of this role.
• On occasion, rotate work hours to cover operating hours and business needs.

Position Brief

Performance Expectations (Indicative: Forms part of probation and annual performance reviews)

• A positive, ’can do’ attitude to provide exceptional customer service through respectful interactions which enhance the organisation’s reputation.
• Accuracy in providing information and processing licensing and assessment-related actions and documents.
• Efficiency and timeliness of actions arising from service delivery against team metrics including: turnaround in application and re-application processing, data entry updates, receipting of fees, issuing of licence cards and certificates.
• Positive working relationships with internal and external stakeholders, including team members.
• Achieve key performance indicators, as set by senior management.

Key relationships and stakeholders
Internal

• Team Leaders, Office Manager

External

• Licence and authorisation holders

Qualifications

• Year 12 secondary education

Specific Knowledge & Experience

• At least three (3) years relevant experience in front-line customer facing roles within an administrative or office environment.
• Experience within Government statutory or compliance environment (highly regarded).

Customer Service skills

• Proven track record in providing professional and responsive administrative services, surfacing issues and facts to best support and process enquiries within benchmark service standards.

Issues resolution skills

• Behaves courteously to calmly acknowledge the concerns of clients who may be hostile, rude, confused and/or frustrated. Shows appropriate initiative and resolves matters effectively within the guidelines and relevant protocols.

Attention to Detail & Accuracy

• Demonstrated ability to accomplishing a task through concern for all the areas involved, no matter how small. Proven ability in monitoring and checking own work and checking for anomalies.

Computing skills

• Proven advanced data entry skills with focus on speed, accuracy, care regarding future information retrieval. Intermediate skills in Microsoft Office: Outlook, Word, Excel and use of internet search engines and phone/facsimiles.

Oral & written communication

• Well-developed and confident oral communication skills to build rapport, convey ideas clearly, listen carefully with a broad range of stakeholders. Established reporting against quality standards and performance metrics.

Organisational awareness

• Demonstrated ability to provide services which are within the service delivery frameworks and protocols set by the organisation.

Time Management

• Demonstrated ability to work autonomously and efficiently and accomplish tasks by prioritisation against time pressures, service standards and turnaround timeframes.